Error
Common errors are “Unable to get property ‘j_username’ of an undefined or null reference" or "Web Login Service - Stale Request." Below are listed a couple methods to solve this issue.
Table of Contents
Possible Solutions
- Instead of pressing Enter on your keyboard to log in, click Login after entering your UTD credentials.
Note: Visit
KA 1185 for more information regarding VPN Stale Request.
Related Errors
- Stuck on "Connecting" after logging in with a lock icon and the message "You are being redirected to a default web browser to authenticate and connect."
Solution Steps
- Click on the blue "click here" link in the web browser popup that appeared.
- Click on the checkbox and click on "Open Link" to authenticate the Globalprotect app.
- Open GlobalProtect > Settings.
- From the list of Portals under "Manage Portals", select utdvpn.utdallas.edu > Delete.
- Click the Delete button again to confirm.
- Click the Add button, and enter
utdvpn.utdallas.edu when prompted for a portal address.
- Try reconnecting to the VPN; you should not see a script error when logging in.
Related Errors
- Stuck on "Connecting" after logging in with a globe icon.
- "Connection Failed" with the message "Could not connect to the GlobalProtect service. Make sure the GlobalProtect service is running..."
Solution Steps
- Open task manager, search for "global", and end the client and service tasks.
- Press (Windows Key + R) to open the Run dialog, type in "services.msc", and press enter.
- Scroll down until you see "PanGPS", then right click it and click on "Start".
- If the service is running already, Start will be grayed out. If this is the case, Stop it, and then Start it again.
- From the Start menu, search for GlobalProtect and reopen it.
- Try connecting to the VPN again. If it still does not connect, try additional troubleshooting following this KBA.
- Open the Start menu and search for "Settings."
- On the left column, select Apps > Default Apps.
- Locate and select your preferred browser from the Default Apps list, then select Set Default.
- Return to "Default Apps", scroll to the bottom of the screen and select Choose Defaults by File Type.
- Locate and click .shtml and assign it to your preferred default browser.
- Open the Start menu and search for "Internet Properties."
- In your new window under "General", click Delete... located in "Browsing history."
- Check all boxes except Preserve Favorites website data, History, and Download History.
- Click Delete and try connecting to GlobalProtect again.
- Open the Start menu and search for "Control Panel".
- Select Program and Features > Global
- Find GlobalProtect from the list > right-click to Uninstall > Yes.
- Open File Explorer and go to the following path
C:\Program Files\Palo Alto Networks.
- Delete the GlobalProtect folder located in "C:\Program Files\Palo Alto Networks."
- Press the Windows Key + R to open the Run dialog, and type
%LocalAppData% (with the percent signs) > Enter.
- This should bring up another file explorer window.
- In that window, select the Palo Alto Networks folder > Delete.
- Reinstall using the instructions here.
This error message appears when installing GlobalProtect due to permissions set in a temporary directory and will need to be bypassed by installing as an administrator.
- Hit [Win]+R keys or click on the Windows menu to open the Run window
- Type CMD and the system will display "Command Prompt"
- Hit [CRTL]+[SHIFT]+[ENTER] to start the command prompt as administrator
- On the command line, enter the full file address path to the MSI download file
Note: Make sure overdue/outstanding Windows updates are installed. Go to Windows Update in your device to make sure “You’re up to date.”